• Responsible for gathering monthly business review data insight and commentary
• Supports BU Leaders in conducting analysis of various reports and customer results to recommend areas for targeted coaching and action planning to drive higher team performance
• Provides regular high level analysis and insights in key areas such as, but not limited to, productivity, customer experience, contact rate and customer detractors in order to drive improvements
• Operates as the central point of coordination and communication with leadership regarding performance, documentation follow up and various report analyses.
• Provides insights that enable leaders to drive for results in achieving/exceeding KPIs
• Consolidates, evaluates and communicates trends affecting teammates and/or the customer experience
• Monitors notification and approval flows of management requests, product changes, bugs and other miscellaneous questions from teammates or leaders. This includes maintaining current on product and process changes including tools and system trainings, team learnings and escalations
• Adheres to guidelines for teammate and customer confidentiality, and maintains the security of all private information
• Administers attendance tracking for assigned teams
• Develops and maintains cross functional proficiency within identified teams
